Complaints

We want every Medicines Health Check to be safe, clear and worth what you paid. If something has gone wrong, please tell us. We take complaints seriously, investigate them fairly and use them to improve the service.

How to complain

Email hello@virtualpharmacist.co.uk with “Complaint” in the subject line. You may ask someone to complain on your behalf, although we may need your permission before discussing confidential information with them.

• Give the email address on your account and your review reference, if available.
• Explain what happened, when it happened and who was involved.
• Tell us what outcome you are seeking, such as an explanation, correction or refund.
• Do not email passwords, payment-card details, raw DNA files or medical information that is not needed for the complaint.

What happens next

1. We will acknowledge your complaint within 3 working days.
2. We will assess any immediate patient-safety or confidentiality concern promptly and take protective action where needed.
3. A person with suitable authority will investigate. A clinical complaint will be reviewed by an appropriately qualified pharmacist.
4. We aim to send a full written response within 20 working days.
5. If we need longer, we will explain why, tell you what remains to be done and give you a revised response date.

Our response will explain what we considered, our findings and any action we will take. Depending on the outcome, this may include a correction, apology, repeat review, service improvement or refund.

If you remain dissatisfied

Reply within 20 working days of our response and explain what you believe has not been resolved. Where possible, someone who was not responsible for the original response will review the complaint and provide our final position. We will also tell you about any external dispute-resolution route that we are legally or contractually required to offer.

Concerns about a pharmacist

Every released letter is reviewed and signed by a pharmacist registered with the General Pharmaceutical Council (GPhC). If your concern is about a pharmacist's professional conduct, competence or fitness to practise, you can report it directly to the GPhC through the “Report a concern” information at pharmacyregulation.org. You may contact the GPhC as well as, or instead of, complaining to us. The GPhC does not normally resolve ordinary customer-service or refund disputes.

Privacy and records

We keep a record of the complaint, the investigation, our response and any improvement action. We use and protect complaint information in accordance with our Privacy Notice and share it only where necessary to investigate, protect someone from harm or meet a legal or professional duty.

Your statutory rights

Nothing in this procedure affects your statutory rights, including your right under the Consumer Rights Act 2015 to a service performed with reasonable care and skill.